FIS

Banking Support Analyst – 1

FIS

full-time

Posted on:

Location Type: Office

Location: Wellington • 🇳🇿 New Zealand

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

Tech Stack

CloudITSMServiceNowSQL

About the role

  • Undertake triage/investigation of process and application-related incidents including replicating ‘errors’ in the application, to increase understanding of the issue
  • Amend ticket priority status, provide additional input and enhance ticket content, as necessary
  • Liaise with the Client over incident tickets, notably where ‘Functioning as Designed’ is established and a Business Change request is required
  • Resolve application-related incidents where possible or route tickets to other operational support teams based on triage
  • Liaise with operational support teams to progress incident resolutions and service request fulfilment
  • Attend major incident bridge calls and provide input to help restore service and input for major incident reports or root cause analysis as necessary
  • Review Client service requests and fulfil requirements or route requests to other operational teams
  • Escalate issues as necessary (functional/hierarchical) in order to restore service with minimum delay
  • Provide operational support to the Client Services Manager (CSM) including input to Management Information, Root Cause Analysis and Monthly Performance Reports
  • Provide a report and undertake weekly incident and SR progress review sessions with the Client
  • Gain expertise over time in different modules and provide advanced customer support in this area
  • Be involved in rotational on-call work as required

Requirements

  • At least 5 years experience working in the New Zealand retail banking industry
  • Knowledge of modern cloud native core banking applications, including modules; geographic ‘layers’; customisation/configuration parameters
  • Knowledge of end-to-end systems development life cycles and production support
  • Proficiency in solutions design and requirements definition disciplines
  • Ability to work across countries, regions and time zones with different cultures and technical capabilities
  • Experience anticipating the impact of IT Incidents, Events and Changes by understanding business process relationship to underpinning technology
  • Some practical experience using SQL
  • Excellent analytical, decision-making, problem-solving skills and communication abilities
  • Diplomatic and persuasive with an ability to lead, handle difficult conversations and confidently liaise with stakeholders at all levels
  • Outstanding customer service focus
  • ITIL Foundation as a minimum
  • Familiarity with (and preferably certification in) ITIL and ITSM tools like ServiceNow and JIRA
  • Proficient with MS Office applications eg. Excel for data analysis; PowerPoint for reporting; Visio for process mapping.
Benefits
  • Opportunity to work for a Fortune 500 Fintech offering a collaborative atmosphere and personal and professional development opportunities
  • Flexible, hybrid work mode
  • Great remuneration package including fully subsidised medical insurance and employee share scheme

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLsolutions designrequirements definitionend-to-end systems development life cycleproduction supportcloud native core banking applicationscustomisation parametersconfiguration parametersroot cause analysisincident management
Soft skills
analytical skillsdecision-makingproblem-solvingcommunication abilitiesdiplomaticpersuasiveleadershipcustomer service focusstakeholder managementcross-cultural communication
Certifications
ITIL FoundationITIL certification